Exchange & Refund Policy

▸ What is your return policy?

We offer a 7-day return window from the date you receive your order.

If 7 days have passed, we’re unable to process a return or exchange. We encourage customers to check their items promptly upon delivery.

▸ What items are eligible for return or exchange?

To be eligible:

  • Item must be unused, unwashed, and in original condition
  • Original packaging and tags must be intact
  • Proof of purchase (order confirmation/receipt) is required
  • Request must be made within 7 days of receipt

For hygiene and quality assurance reasons, certain items are not eligible (see below).

▸ What items are non-returnable?

The following items cannot be returned or exchanged:

  • Gift cards
  • Perishable goods
  • Intimate or sanitary goods
  • Hazardous materials or flammable liquids/gases
  • Items returned due to size fitting issues
  • Products with slight colour variation due to lighting or monitor settings
  • Products with 1–3 cm measurement variance due to manual measurement

Important sizing note:
Mattress dimensions may vary across manufacturers. We strongly recommend measuring carefully before purchase, as size fitting issues are not eligible for return or exchange.

 

▸ What if I received a defective item?

We sincerely apologise if this happens.

If your item has a manufacturing defect, please email us within 7 days at:

 aussino.sg@aussino.com

Kindly include:

  • Order number
  • Clear photos of the defect
  • Description of the issue

Upon verification:

  • We will replace the item (subject to stock availability), or
  • Offer an item of equivalent value, or
  • Issue store credit at our discretion

All returns are subject to inspection and approval.

▸ How do I return an approved item?

Once your return is approved, please ship the item to:

Aussino Pte Ltd
Block 160 Simei Road

#08-286

Singapore 520160

▸ Who pays for return shipping?

  • Return shipping costs are borne by the customer.
  • Original shipping fees are non-refundable.

 

We strongly recommend using a trackable courier service with insurance, as we cannot guarantee responsibility for items lost or damaged during return transit due to courier mishandling.

▸ How long does processing take?

Once your return is received:

  1. We will notify you via email.
  2. We will inspect the item.
  3. We will inform you whether your return is approved or rejected.

Processing times may vary depending on inspection volume.

▸ How will I receive my refund?

Approved refunds are issued as Store Credit only, in the form of a digital gift card.

  • Store credit will be emailed to you.
  • It can be applied at checkout for your next purchase.
  • Store credit is non-transferable and non-redeemable for cash.

▸ Can I exchange for a different item?

Exchanges are only applicable for verified manufacturing defects.

If the same item is unavailable, we may offer:

  • An item of equivalent value, or
  • Store credit

All exchanges are subject to stock availability and final approval.

▸ Does Aussino reserve the right to reject returns?

Yes. To prevent misuse, Aussino Pte Ltd reserves the right to:

  • Reject return/refund requests deemed excessive or habitual
  • Reject items that do not meet return conditions
  • Make the final decision on all return and exchange matters
  • Amend this policy at any time without prior notice